This is not about cursing, but about using words which can put off a customer – not unlike the expressions presented in the last post (August 7, 2015) – or worse, which can make him or her hesitate… We all heard this joke: “Sign the contract at the bottom, and press hard, there are three copies”! The beginning of this sentence features two words that may cause doubt with a customer who was ready to make a decision: sign and contract. These two words are definitive and binding in most people’s mind. Even if the customer appreciates you, the idea of a long-term relationship with you may be a deterrent. Doesn’t it sound better to ask for an approval on the agreement? Of course, the customer will get it, but choosing words with care simply shows tact and respect. Following is a short list of words to avoid, and replacement options, thus replacing a bad word with the good word:
Replace… With…
contract agreement
sign approve
cost investment
price value
buy invest, acquire
sell propose, offer
pitch presentation
deal offer
commission fee, service fee
problem situation, challenge
no problem! My/our pleasure!
no (or) yes but… I understand, let’s see how/why
needs expectations, goals
let me explain present, demonstrate
AND finally…
honestly (avoid them all… period!)
frankly
small
always
never
outstanding
awesome
Work. Words...and life 